Help Desk Specialist II Lead (CRS)

Cwsc; Washington (District of Columbia); On-site; USD 75,000 - 95,000; Full time

Job summary

Computer World Services seeks a Help Desk Specialist II – Lead to orchestrate daily operations, mentor staff, and safeguard SLA adherence across incidents, requests, and escalations at client sites.

You will deliver concierge‑level support, coordinate queue management, onsite coverage, and rapid response during high‑priority events while driving quality assurance, reporting, and continuous improvement of help desk processes with cross‑functional teams.

Qualifications

• Minimum four to five years in customer service or technical support operations.
• ITIL v4 certification is preferred.
• Onsite at customer location and able to obtain Public Trust clearance.

Responsibilities

• Provide advanced troubleshooting for hardware, software, Windows OS, M365, email, printing, connectivity, and business apps.
• Serve as primary escalation point for technicians and embedded staff.
• Lead rapid response during high-priority incidents or outages; triage and implement workarounds.
• Coordinate daily Help Desk operations: queue monitoring, ticket assignment, prioritization.
• Mentor Help Desk staff and oversee onboarding and training.

Skills

Advanced troubleshooting

Escalation management

Team leadership

Customer service

SLA compliance

Education

High School Diploma

ITIL v4 certification preferred

Job description

Job Description

The Help Desk Specialist II – Lead serves as a senior technical and operational point of contact within the Help Desk team, providing support while leading day-to-day service operations. This role coordinates workflow, mentors staff, oversees ticket quality, and ensures that incidents, service requests, and escalations are handled efficiently and in compliance with SLAs, policies, and CRS‑specific support requirements. The Help Desk Specialist II – Lead provides concierge‑level customer service, advanced troubleshooting, and acts as a rapid‑response resource during high‑priority incidents or outages. This role also supports reporting, quality assurance, and continuous improvement of help desk processes.

Technical Expertise & Escalation

• Provide advanced troubleshooting for complex hardware, software, A/V, Windows OS, M365, email, printing, connectivity, and business applications.
• Serve as the primary escalation point for technicians and embedded support staff.
• Perform root‑cause analysis and coordinate with additional groups as needed.
• Lead rapid response efforts during work stoppage events, performing triage, implementing workarounds, and directing staff assignments.

Team Leadership & Operational Oversight

• Coordinate daily Help Desk operations, including queue monitoring, ticket assignment, and prioritization.
• Ensure proper coverage during core hours by managing schedules, absences, and backup support assignments.
• Mentor, coach, and train Help Desk Specialist I and II staff to improve technical proficiency and first‑contact resolution rates.
• Oversee onboarding and continuous training for new help desk personnel.
• Provide feedback to management on staff performance, workload, and operational trends.

Customer Service & User Engagement

• Deliver concierge‑style support for escalated incidents and requests, ensuring comprehensive follow‑through across approvals, licensing, onboarding, and department interactions.
• Respond via multiple channels—phone, email, chat/IM, remote tools, Teams/Zoom, walk‑ins, and onsite visits within offices.
• Maintain high customer satisfaction by communicating professionally, setting clear expectations, and providing proactive follow‑up.

Incident Management, Documentation & Quality Assurance

• Ensure tickets are accurately documented, categorized, updated, and resolved within SLA timeframes.
• Conduct quality reviews of tickets created by team members, ensuring clarity, completeness, and adherence to policy.
• Escalate system defects or suspected bugs through the Service Disruption Reporting process.
• Monitor the ticket queue to ensure timely response and resolution across all channels.

Reporting, Metrics & Continuous Improvement

• Prepare, review, and contribute to daily and weekly metrics reports, including trends, aging incidents, and service quality indicators.
• Analyze recurring issues and recommend process improvements, knowledge base updates, and training needs.
• Assist with developing or enhancing help desk procedures, scripts, workflows, and documentation.

Embedded Support Responsibilities

• Provide onsite coverage within divisions, ensuring immediate support during core hours.
• Monitor email, chat, and mobile device notifications while away from the desk.
• Respond to dynamically assigned priorities as staff self‑determined urgency levels.
• Support conference room A/V equipment and other technologies.

Minimum General Experience

• Minimum of four to five (4‑5) years in customer service or technical support operations.

Minimum Education

• High School Diploma.
• ITIL certification v4 preferred.

• Ability to obtain Public Trust clearance.
• Onsite at customer location.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources at [e-mail].